Incident Management

Key Responsibilities:

• Own and drive the end-to-end incident management process including detection, logging, categorization, prioritization, and resolution.

• Act as the primary point of contact for all major incidents, ensuring effective coordination between technical teams and stakeholders.

• Lead Major Incident (MI) bridges, driving the resolution of high-impact incidents within SLAs.

• Monitor incident queues and ensure timely escalation to appropriate support groups as needed.

• Provide clear and concise incident communications to stakeholders and senior leadership during high-severity events.

• Ensure proper documentation of incidents, root cause analysis, resolution steps, and preventive measures.

• Collaborate with Problem Management teams to identify and eliminate recurring issues.

• Analyze incident trends and create reports and dashboards for continuous service improvement.

• Ensure compliance with ITIL-based processes and contribute to improving existing incident management procedures.

• Conduct post-incident reviews and support audit and compliance activities.